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07. Visit and Test Drive reports
To create these reports, you must activate the Visit and Test Drive reports following the next steps:
1.- Go to apps and click in the + symbol located at the bottom right corner of the screen
2.- Click Show All and scroll down until you find Visits. Click it.
3.- Follow the steps 1.- and 2.- to
Most used plugins and how to add the WhatsApp button to your website
WhatsApp plugins are software extensions or components that allow you to add a WhatsApp chat button or functionality to your website for direct communication with users.
Having a WhatsApp button on your website can facilitate communication with your audience. In this article, we have compiled some p
16. Transferring Clients
How to send a client to another user
It's very easy to transfer one or more clients to other agents using the desktop version of Zenvia Conversion.
First, go to My Portfolio, select the desired clients, and click the + icon at the bottom of the screen. You'll see a menu bar appear.
2. S
Integrate Unbounce with Sales
Connect your Unbounce landing pages directly to Zenvia Customer Cloud and receive leads in real time in the commercial service.
RequirementsActive Unbounce account.Access to the Webhook configuration area in Unbounce (or contact your account executive).Steps to set up the integration1. Activate the
Create an account and login to Zenvia Conversion
In this documentation, you'll find a step-by-step guide on how to create a new account and login to Zenvia Conversion. Start using all the features of our solution!
Create an Account
Learn the necessary steps to create your account on Zenvia Conversion.
1. Access App.zenvia;
2. Go to Product > Solut
02. Plans
Zenvia Chat's Plans feature allows the account administrator to understand which plan their account is associated with, as well as to request the expansion of licenses and change their plan in a practical and clear way (check out the available plan options here).
To access this functionality, go to
How to perform Business Verification on Facebook
Learn how to verify your business on Facebook to access WhatsApp functions
10. Notification of WhatsApp Templates via Zenvia Chat
The WhatsApp Template Notification feature allows agents to send notifications (WhatsApp HSM) in a conversation that already has a service history in Zenvia Chat.
This enables the agent to re-establish contact easily through an active message for customers who have already been assisted via Zenvia C
Overview of OMIE
Important: Before proceeding with the instructions, make sure the feature is available for your access profile.Omie is an Enterprise Resource Planning system that offers integrated solutions for areas such as finance, sales, and procurement. Integrating it with Zenvia Customer Cloud allows you to ke
Overview of Bling
Important: Before following the instructions, make sure the feature is available for your access profile.Bling is a Business Management System that is especially popular among small and medium-sized businesses and e-commerce operations, offering essential management features in a simplified way.
The
How to integrate Mailchimp with Zenvia Customer Cloud?
Important: Before following the instructions, make sure the feature is available for your access profile.Mailchimp is an email marketing tool that simplifies the creation, sending, and tracking of email campaigns. With the integration, you can export your contacts and create email campaigns using th
About Click-to-Message Ads
Click-to-message ads allow you to direct leads straight to conversations on WhatsApp, Facebook Messenger, or Instagram Direct, starting a chat with your business when users click the message button shown in the ad.
When these channels are integrated with Zenvia Customer Cloud, conversations started
Importing contacts from a file to Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.This article teaches you how to import contacts into lists by sending a file. This way, you send your entire contact base simply and quickly.
Accessing the featureYou can start the import in two
Register and track visits and test drives in commercial service
Learn how to install, use, and track the results of the Visits and Test Drive integrations in Zenvia Customer Cloud.
These two features are ideal for companies that serve customers in person, such as car dealerships, retail stores, and sales teams that schedule demos or meetings.
Both apps allow sch
Tickets API
The Zenvia Customer Cloud Tickets API allows you to integrate your external systems with the platform, automating the creation, editing, and retrieval of support tickets without needing to access the platform manually.
In this article, learn the key concepts, how ticket structure works, and how to u
Success expert agents
Important: Before following the instructions, make sure the feature is available for your access profile.The Success expert agents module belongs to Zenvia Customer Cloud and aims to facilitate the customization and optimization of customer service and communication.
Success expert agents are system
How to set a greeting message for other sources
Learn how to send message templates to customers coming from channels other than WhatsApp or Messenger (e-commerce, forms, etc)To activate this function, follow the steps explained below:
1. Go to Conversation Channels on the left menu and choose the channel of your business (WhatsApp or Facebook Me
I'm Not Receiving Zenvia Conversion Browser Notifications
Find out what to do if you are not receiving notifications on the desktop versionFor a better performance of Zenvia Conversion, you need to install Google Chrome. You can install it by clicking this link.
I'm not receiving notifications from any websitesCheck that notifications are activated in your
WhatsApp account settings in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Managing your WhatsApp account ensures that it is configured according to your needs and preferences. After activating the channel, you can:
Customize the profile: Change your account’s appearanc
Facebook Catalog
Learn how you can send your Facebook product catalog via WhatsApp
Create a Catalog
1 - Access your Commerce Manager page in your Facebook Business Manager (https://business.facebook.com/commerce/) and press on “Add a Catalog”:
2 - Setup your catalog configuration and rename it to your company n
Errors in broadcast message sending on Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Message sending errors occur when messages, for some reason, do not reach the recipients. These cases are indicated as Sending errors or Not Delivered in the send reports.
To understand the reaso
Best practices for creating and sending WhatsApp message templates
Important: Before following the instructions, make sure the feature is available for your access profile.Message templates, also called templates, are standardized and pre-approved messages by WhatsApp, used to initiate conversations following Meta's guidelines. In this article, you will find best p
04. Zenvia Chat Data API
This API enables querying data from interactions carried out via Zenvia Chat, in accordance with reports currently extracted from the Administration interface.
TOKEN The access token for the API can be generated in the Administration interface through the menu:
Settings
Integrations
API
Link: https
Integrate the WebChat channel into Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.WebChat allows you to provide support directly on your company's website through a customizable widget that helps you connect with visitors. This channel is ideal for customer support, sales assi
Integrate chatbot into your Website
Important: Before following the instructions, make sure the feature is available for your access profile.Interact with your customers directly on your website. Integrate a web chat with your Chatbot and automate all your operations. Follow the step-by-step instructions to link it.
Step 1: Link Web C
[Enterprise] Tickets API
Our API's allow up to 10 requests per minute. To increase this limit, contact support. Find out more about API times and limits.
⚠️Attention: In the Tickets API, after 3 requests with error, the code 429 - Too many failed requests will be returned, blocking requests for 60 seconds. This time is left
Adding Content in the Chatbot Constructor
Important: Before following the instructions, make sure the feature is available for your access profile.Learn about all the possible content you can add to your chatbot's flow. This content allows you to develop your virtual assistant, determining how it should greet users and what actions it shoul
WhatsApp message template categories
Meta requires all WhatsApp message templates to be correctly classified to ensure proper approval and usage. Each category has a specific purpose and directly affects how the message will be sent — including its cost.
In this article, you will find the available categories, their purposes, and how M
WhatsApp rules and definitions
Below you will find the main guidelines defined by Meta, organized by topics to facilitate usage in Zenvia Customer Cloud:
Number (Green badge)Message templatesMessage delivery issuesQuality rating of your numberMessaging limit (Tier)24-hour window⚓
Number (Green badge)Number verification turns you
How to use WhatsApp Flows in a Flow based Chatbot
Important: Before following the instructions, make sure the feature is available for your access profile. WhatsApp Flow is only available for NLU Enterprise accounts and Zenvia Customer Cloud (ZCC) accounts that have interoperability enabled. If your account doesn’t meet these criteria, the feature
08. Hours and Holidays
The Hours and Holidays feature lets customers know when you are available to serve them. You can use this feature in situations such as:
If you have a specific department in your company, in which the attendants are only available for service on certain days and at certain times, (example: Tuesday
Integrating leads received via email in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.One of the ways to bring new leads into the commercial service of Zenvia Customer Cloud is through sending emails with contact information. This feature allows the automation of contact creation
Support expert agents: what they are and how to create them
Support specialist agents are configurable automations in Zenvia Customer Cloud that allow you to automatically perform actions within a ticket whenever specific conditions are met.
These agents can be triggered by user interactions or by time-based rules — such as how long a ticket stays in a certa
Questions about usage and charges on Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Get answers to your questions about:
Contractual consumption and limitsBilling and invoicingPlan management: Cancellation⚓
Contractual consumption and limits1. Can I continue sending messages af
How to use CSS to customize the style of your WebChat window
The CSS Editor available in the Web Chat channel appearance settings allows advanced customization of the chat window interface. It is recommended when standard settings (such as color, avatar, and logo) do not meet the project’s requirements, whether for business needs or visual criteria.
⚠️ Att
App Developer Resources
Read more about our API and Extension Points.
API
The Zenvia Conversion API allows you to perform various tasks as well as receive notifications about various events through Webhooks. An API Key is required for interacting with the API, which can be obtained in two ways:
Each time an App is in
I have to update or refresh to see new messages and/or contacts
Here are a few options if you are not able to see new messages until you refresh the screen
Like most web applications, Zenvia Conversion relies on internet access to work correctly. However, this access may be restricted or have specific configurations according to the location, Wi-Fi network, com
How to create a link to your WhatsApp number
Learn how you can make your customers contact you through a link or QR Code
Notifications and WebHooks
The Zenvia Conversion API allows external systems to be notified about specific events on the platform using Webhooks.
A Webhook is an HTTP POST request sent to a previously registered URL, containing information about the event that occurred.
Available Events (Topics)The events that can be notified
How to create a direct access link to your Facebook Messenger inbox
Learn how to use this resource for your business
Facebook's m.me service that shortens the URL that redirects clients to a person, page, or bot in Messenger can be used for web sites, email newsletters, and much more.
When a client starts a new conversation or continues an existing conversation wi
Technical Documentation
Specifications
For reference, technical documentation is available at:
https://conversion.zenvia.com/
The technical documentation is written in English.
OpenAPI Specification (Swagger)
We also have specifications in OAS / Swagger format:
https://conversion.zenvia.com/#section/G
Introduction to the Meta Ads Manager: Concepts and features
Understand the key concepts of the Ads Manager structure and how they work to maximize the performance of your campaigns.
In this article, we will cover:
Campaign Structure
Meta's Ads Manager organizes campaigns into three main levels: Campaign, Ad Set, and Ad. Each of these levels plays a role in
11. Automatic finish
This setting allows you to enable the automatic closure of a call in the event of user inactivity, and is valid for the WhatsApp, Web Chat, Facebook, Telegram and Mercado Libre channels. Automatically closing a call reduces customer waiting times, increases responsiveness and improves customer sati
API: Frequently-Asked Questions
Everything you need to work with our API
This article will answer the majority of questions you might have about Zenvia Conversion's API.
You can find a Postman collection with requests available for the Zenvia Conversion API here.
1 - How to upload leads using the API:
When you upload a lead v
Webmotors
See how to perform this integration with Zenvia Conversion
API Webmotors Documentation:
https://portal-webmotors.sensedia.com/api-portal/documentacao
Important: The user that is being used in the integration must be a user with API permissions. This user won’t be able to access Cockpit CRM D
Integrations available in Zenvia Customer Cloud
Discover the different types of integrations available in Zenvia Customer Cloud.
Zenvia Customer Cloud offers native and API-based integrations that connect your operation to external systems such as ERPs, CRMs, and e-commerce or marketing platforms. These integrations allow for automatic data synch
Leads API in Zenvia Conversion
This API was developed with the purpose of providing an **asynchronous** way to send leads to Zenvia Conversion, allowing you to receive a webhook containing the results. Find out the requirements and how to use this API in your account in this article.
⚠️ Attention: API integration requires advance
04. Serving customers - Service Inbox
One of the most important pillars of Zenvia Chat is the ability to unify communications from different channels (Web Chat, WhatsApp, email, etc.) into a single interface. This way, the main screen allows you to manage all your contacts more efficiently, making your customer service more agile and pr
02. Integrations API
With API integration, you can create a fully customized chat within your website or app.
To access this functionality, go to Zenvia Chat - Administrator Profile > Settings > Integrations > API.
To get started, simply click on the API tab in the top menu and then fill in the integration details on
Frequently asked questions Zenvia Chat - FAQ
Do I need to pay to start using it?No, you don’t. As soon as your account is activated, you can start using it. The billing will come afterward.
When will I receive the invoice?The invoice is sent between the second and third business day of each month to the email of the person who made the purch
HOW TOs: API
HOW TO: Obtain an API Key
An API Key is required for interacting with the API, which can be obtained in two ways:
Each time an App is installed, Zenvia Conversion will automatically generate a new API Key for it. Read more in the API reference information below.
For other one-off uses you can ma
How to integrate Zenvia Attraction with my Zenvia Conversion account
Zenvia Attraction is a mass messaging platform for marketing campaigns across channels such as SMS, Email, WhatsApp, and RCS. And Zenvia Conversion is a solution to simplify communication and conversion for your sales strategies.
Integration with Zenvia Conversion allows you to unify the processes o
Sales API in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.The Sales API in Zenvia Customer Cloud was developed to asynchronously integrate leads into Zenvia Customer Cloud, allowing you to receive a webhook with their results.
Learn in this article how
How to Create a Direct Access Link to Your Instagram Inbox
Create a direct link to your Instagram inbox using Meta’s official shortcut: ig.me.
This link allows customers to be redirected straight into a conversation with your business account quickly and easily.
You can share this link on:
Your website or blogNewsletters (emails)Promotional campaignsOther d
Registration of SMS Message Templates in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.SMS message templates allow you to send personalized messages to your customers, automating processes and optimizing communication. For example, you can create a welcome campaign template that wi
Is it possible to integrate a form without using Standard Format
Understand why this option is recommended only in special cases.
Although it is not the recommended way to resolve most integration issues, Zenvia Conversion is able to process emails with custom formats for each business.
When these emails are forwarded to Zenvia Conversion, our team has to
Problems with my Instagram Business account
Instagram messages are not coming in or I am not receiving new messages
If you could integrate Instagram with Zenvia Conversion but you're not able to send or receive new messages, it's important to consider this:
1 - In Facebook, go to Advanced Messaging and select the last option, that says
Integration of Zenvia Conversion App and Zapier
Find out what is it and how can help your business
Zapier is a site that allows you to easily integrate the web applications you use, making it very easy to automate tasks.
With the help of Zapier, Zenvia Conversion can be integrated with multiple applications that streamline the management
02. How to access and log in to Zenvia Chat
In this article, see the available features on Zenvia Chat, and its particularities when logging in.
First, access the Zenvia platform, go to Products > External Products > Zenvia Chat.
With your account created, you can log in using email and password or through social login.
Login with email and p
01. Webchat channel
The Webchat channel allows you to make calls via your company's website. Through Webchat, which is the interface available on the website, customers can "call" your service operation for an interaction.
Webchat is an online communication tool that allows real-time interactions between users via a w
[Enterprise] Attachment API in Zenvia Customer Cloud support service
The Zenvia Customer Cloud API offers functionalities that allow querying attachment information directly through HTTP requests. With this API, you can integrate and download attachments into your system, automating queries and retrieving specific files.
API ManagementTo use the API, it is necessary
How do I get a verified badge on Facebook
When you decided to start verification, you may find that the button looks like this:
If this is the case for you, here are a few options for enabling it:
a) You can try creating an ad campaign with a link to WhatsApp Business. After you create the campaign the button should be enabled.
b) If it s
Common mistakes to try to connect Instagram Business
Learn what to do if you can't integrate your Instagram account to Zenvia Conversion
In this article, we cover the most common errors that can appear when trying to connect your Instagram Business account. Please check the following points to solve them:
1 - The account must allow access to messa
Why am I not receiving messages from Facebook Messenger
Set Zenvia Conversion as the default application
[Enterprise] Setting up and using Webhooks in Support Service
Webhooks enable you to send ticket data to another system automatically when specific conditions are met. This approach is often simpler than a two-way API setup, as the receiving system does not need to initiate an API request to get the data from Support Service.
If you’re new to triggers, we stro
Tips for getting your Business Verified on Facebook
To be verified as a Business Manager on Facebook, you'll need to follow the steps listed in this article. But even after you have followed those steps, there are certain requirements that may cause your request to be rejected if you don't comply with them. If that occurs, keep the following in mind:
Use of buttons in WhatsApp message templates
Buttons help make interactions more dynamic and facilitate customer responses. In Zenvia Customer Cloud, when creating a message template, you can use different types of buttons, depending on the category of the chosen template.
Meta defines two main types of buttons that can be used:
Call to Action
Integration of Webchat with Zenvia Conversion
Webchat is a multimedia communication channel native to Zenvia, designed for more agile and convenient customer service with unlimited message exchanges within websites and applications.
Conversations initiated by your customers via Webchat will appear in the Inbox as usual (located in the menu side
What is Zenvia Customer Cloud?
Zenvia Customer Cloud is a unified, multichannel solution that allows your company to manage and deliver personal, engaging, and seamless experiences through interactions throughout the entire customer journey.
The solution's features are organized in a modular structure, and the availability of eac
Steps and Conditions for Migrating Between BSPs
How to migrate between WhatsApp providers
In the previous article, we explained the process of migration and its benefits.
Below, we explain the steps and conditions to be able to migrate your WhatsApp number to the "Zenvia" BSP.
CONDITIONS
Have access to the same Business Manager ID y
05. Tags
The Tags feature is used to classify a call. You can create up to two levels of subtags for each tag. Thus, a main tag can have several subtags which in turn support more subtags. With this feature, you can identify your company's main demands.
To access it, go to Zenvia Chat - Administrator Profil
How to integrate OMIE with Zenvia Customer Cloud?
Important: Before following the instructions, make sure the feature is available for your access profile.Below, learn the step-by-step process to integrate the OMIE Enterprise Management System with Zenvia Customer Cloud.
💡 Tip: Learn more details about OMIE and what is possible with this integrati
Introduction: API Zenvia Conversion
General concepts to understand what the Zenvia Conversion API does and how it works
The Zenvia Conversion API allows you to create connections between Zenvia Conversion and other systems to customize, improve, and broaden the advantages your business gains from the service.
Once you have the access
[Enterprise] Chat Settings: Groups, Apps, Facebook Messenger, and WhatsApp
The Chat Settings allow you to centralize communication with customers across multiple channels, such as Facebook Messenger and WhatsApp, as well as configure chat groups and support apps.
This article guides you on configuring channels to optimize the customer experience and support efficiency, ex
02. Profile Permissions
The Profile Permissions setting allows you to create customized profiles to access specific functions in the Zenvia Chat Admin panel.
Such as a Supervisor profile, which can have access to the dashboard and reports, but does not have permission to configure channels, for example.
To add a new profi
How WhatsApp channel activation works in Zenvia Customer Cloudd
Important: Before following the instructions, make sure the feature is available for your access profile.WhatsApp is already part of the Zenvia Customer Cloud channel package. To start using it, you must meet Meta's prerequisites and provide the necessary information and access so that Zenvia's spec
Add Integration Skill to the AI Chatbot
Important: Before following the instructions, make sure the feature is available for your access profile.This skill allows the chatbot to integrate with an external system to perform a specific action.
Some examples of these actions include retrieving user information, checking order statuses, or ge
How to set Emails in Standard Format
This email format, designed by Zenvia Conversion, is intended to simplify the app's connection with other systems, which is able to work with an email type that is very simple to construct.Keep in mind that Zenvia Conversion prioritizes resolving bugs that occur in this format, so we recommend using
Marketing Messages Lite API (MM Lite API)
Important: Before following the instructions, make sure the feature is available for your access profile.The Marketing Messages Lite API (MM Lite API) is a Meta technology developed exclusively for sending marketing messages via WhatsApp, focused on performance, engagement, and traceability.
Why use
Automations API: How to use and integrate with Zapier in Zenvia Customer Cloud
Important: Before following the instructions, make sure the feature is available for your access profile.Zenvia Customer Cloud allows you to initiate an automation through an API call on a third-party server or system.
In this article, we explain why to use Zenvia Customer Cloud's marketing automati
Contacts Base Zenvia Customer Cloud API
Zenvia Customer Cloud also enables the use of the Contacts Base through its API. In this document, we will see the basic concept and show the functionalities provided by the Zenvia Customer Cloud Contacts Base API.
What is an API and how to use itThe acronym API stands for Application Programming In
Instagram Integration with Zenvia Conversion
Zenvia Conversion simplifies communication with your audience. Through our solution, you can respond to everyone who contacts your company via Direct Messages (DMs) on Instagram and improve your conversion strategies.
By integrating Instagram with Zenvia Conversion, you can manage and centralize com
Send emails in Zenvia Customer Cloud
In this article, you will find information about triggering e-mail messages in Zenvia Customer Cloud.